Customer Billing Specialist

Contract Duration: 12 months

Work Location: 500 Commissioners Street

Schedule: Hybrid – Tuesday, Wednesday & Thursday in office; Monday & Friday remote

Hours: 35 hours/week

We are seeking a Customer Support Agent with strong customer service, billing, and collections experience, ideally within a utility environment. This role requires someone comfortable handling both incoming customer calls and outbound collections calls.

The ideal candidate will be confident communicating with residential and commercial customers, resolving billing concerns, handling difficult conversations professionally, and finding effective solutions.

Key Responsibilities

• Handle inbound calls from residential and commercial customers and provide accurate, timely assistance.
• Make outbound calls for account collections, including following up on past-due balances and negotiating payment arrangements.
• Obtain, validate, and analyze customer information to support billing and account processes.
• Analyze and resolve billing, payment, and account issues while ensuring data accuracy.
• Negotiate payment arrangements and perform collection activities, including skip tracing, final bills, write-offs, and documentation for external collection agencies.
• Prepare and process documentation related to bankruptcies, foreclosures, and insolvencies.
• Review billing and collections queues and process billing adjustments, cancellations, and rebills.
• Apply knowledge of residential and commercial utility billing, rate structures, meter types, and demand/load calculations.
• Assess and manage security deposits and investigate discrepancies involving customer payments and billing.
• Communicate with internal departments, field staff, contractors, inspectors, external agencies, and customers as required.
• Investigate and resolve customer, billing, coding, and payment issues.
• Perform administrative and clerical activities associated with customer accounts and general office functions.
• Follow established processes, safety requirements, and regulatory guidelines.

Qualifications & Skills

• Strong customer service and communication skills with confidence handling customers by phone.
• Experience handling high-volume inbound customer calls.
• Proven experience making outbound collections calls and following up on overdue accounts.
• Experience working with billing accounts, preferably within a utility/electricity environment.
• Ability to communicate professionally and diffuse difficult or escalated customer situations.
• Strong problem-solving, analytical, and organizational skills.
• Comfortable discussing past-due balances, payments, and collections with customers.
• Experience supporting both residential and commercial accounts.
• Strong computer skills and the ability to learn new systems quickly.
• Oracle-based CC&B/CCMB experience is an asset, but training will be provided as needed.
• Ability to work independently while collaborating effectively with internal teams.